Sales and Customer Service Training for Call Centers Course Outline
Sales and Customer Service Training for Call Centers Course Outline
Sales and Customer Service Training for Call Centers Course Outline
Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
Phone: 855-334-6700Email: inquiries@pdtrainingusa.com<strong>Course</strong> Length: 3.0 daysWhether we choose to embrace them or cannot st<strong>and</strong>being interrupted by their calls, call centers are a businesselement that is here to stay. This course will help callcenter agents learn to make the most of their telephonebasedwork, including underst<strong>and</strong>ing the best ways tolisten <strong>and</strong> be heard. Each phone interaction has elementsof sales <strong>and</strong> customer service skills, which we will explorein detail throughout this energizing <strong>and</strong> practical three-dayworkshop.This comprehensive <strong>and</strong> engaging 3-day workshop isrunning now throughout the US, including Atlanta,Baltimore, Boston, Charlotte, Chicago, Dallas, LosAngeles, Manhattan, Miami, Orl<strong>and</strong>o, Philadelphia, <strong>and</strong>Seattle.<strong>Call</strong> Center <strong>Training</strong>: <strong>Sales</strong> <strong>and</strong> <strong>Customer</strong> <strong>Service</strong> <strong>Training</strong> <strong>for</strong> <strong>Call</strong> <strong>Centers</strong> <strong>Course</strong> <strong>Outline</strong>Whether we choose to embrace them or cannot st<strong>and</strong> being interrupted by their calls, call centers are a business element that ishere to stay. This course will help call center agents learn to make the most of their telephone-based work, including underst<strong>and</strong>ingthe best ways to listen <strong>and</strong> be heard. Each phone interaction has elements of sales <strong>and</strong> customer service skills, which we willexplore in detail throughout this energizing <strong>and</strong> practical three-day workshop.By the end of this course, participants will be able to:Underst<strong>and</strong> the nuances of body language <strong>and</strong> verbal skills, which are so important in conversations that do not have aface-to-face element.Learn aspects of verbal communication such as tone, cadence, <strong>and</strong> pitch.Demonstrate an underst<strong>and</strong>ing of questioning <strong>and</strong> listening skills.Acquire com<strong>for</strong>t with delivering bad news <strong>and</strong> saying no.Learn effective ways to negotiate.Underst<strong>and</strong> the importance of creating <strong>and</strong> delivering meaningful messages.Use tools to facilitate communication.Realize the value of personalizing interactions <strong>and</strong> developing relationships.Practice vocal techniques that enhance speech <strong>and</strong> communication ability.Personalize techniques <strong>for</strong> managing stress.<strong>Call</strong> Center <strong>Training</strong>:<strong>Sales</strong> & <strong>Customer</strong> <strong>Service</strong> <strong>Training</strong> <strong>for</strong> <strong>Call</strong> <strong>Centers</strong> Day 1<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 1IntroductionIcebreakerHousekeeping ItemsThe Parking LotWorkshop Objectives<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 7Asking the Right QuestionsOpen Questions vs. Closed QuestionsProbing Techniques<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 2What's Missing in Telephone Communications?It's Not What You Say; It's How You Say ItIn the Absence of Body Language<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 8Saying NoWhen We Say "No"Delivering Bad NewsDebrief<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 3Verbal Communications TechniquesBeing Yourself <strong>and</strong> Sounding Your BestA <strong>Service</strong> Image<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 9<strong>Sales</strong> by PhoneBenefits of TelemarketingRapport Building<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 4Who are Your <strong>Customer</strong>s?Define the <strong>Customer</strong> & ClientAbout Relationships<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 10Taking MessagesPen in H<strong>and</strong>Effective Messages<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 5To Serve & DelightWhat You Say <strong>and</strong> What it MeansPlanning the Ideal Answer<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 11Staying Out of Voice Mail JailVoice Mail EtiquetteDebrief<strong>Call</strong> Center <strong>Training</strong> courses are delivered by pd training's <strong>Call</strong> Center training specialists in Atlanta, Baltimore, Boston, Charlotte,Chicago, Dallas, Los Angeles, Manhattan, Miami, Orl<strong>and</strong>o, Philadelphia, Seattle <strong>and</strong> US wide.
Phone: 855-334-6700Email: inquiries@pdtrainingusa.com<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 6Did You Hear Me?Listening SkillsThe Mission: To Listen<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 12Closing Down the VoiceHyoid LimberingHumSighingThe Diaphragmatic Breath<strong>Call</strong> Center <strong>Training</strong>:<strong>Sales</strong> & <strong>Customer</strong> <strong>Service</strong> <strong>Training</strong> <strong>for</strong> <strong>Call</strong> <strong>Centers</strong> Day 2<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 1Cold & Warm <strong>Call</strong>sThe Cold <strong>Call</strong>The Warm <strong>Call</strong><strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 6Closing the SaleThe Closing PhraseDebrief<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 2Developing a ScriptScripting TechniquesSample Script<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 7FeelingsFeels Like a Winner!Presentations<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 3Perfecting the ScriptMaking the Script YoursUsing Cheat Sheets<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 8Changes in the <strong>Customer</strong>The Changing <strong>Customer</strong>What the <strong>Customer</strong> Wants<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 4Going Above & BeyondFifteen Techniques <strong>for</strong> CCA SuccessDebriefCustomise Your <strong>Service</strong><strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 9Negotiation TechniquesMastering Negotiation SkillsPracticing Negotiation<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 5H<strong>and</strong>ling ObjectionsI Object!Debrief<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 10It's More Than Just a PhasePhases of NegotiationNegotiation Made EasierDebrief<strong>Call</strong> Center <strong>Training</strong>:<strong>Sales</strong> & <strong>Customer</strong> <strong>Service</strong> <strong>Training</strong> <strong>for</strong> <strong>Call</strong> <strong>Centers</strong> Day 3<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 1High Impact MomentsMake it CountCreating Case StudiesPresenting Real Life!<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 5This is My MentorCase StudyDebrief<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 2Tips <strong>for</strong> Challenging <strong>Call</strong>ersTips <strong>and</strong> Tricks<strong>Call</strong>er BehavioursDebriefUp the Mountain<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 6Stress BustingStress Busting Card GameManaging Your Day<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 3Dealing with Difficult <strong>Customer</strong>sDealing with ProblemsDealing with Vulgarity<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 7News from WithinManagement ReportsPre-Assignment ReviewCCA Reports<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 4Phone Tag & Getting the <strong>Call</strong> BackPhone Tag<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 8Wrapping UpIt's a Wrap - Just About!<strong>Call</strong> Center <strong>Training</strong> courses are delivered by pd training's <strong>Call</strong> Center training specialists in Atlanta, Baltimore, Boston, Charlotte,Chicago, Dallas, Los Angeles, Manhattan, Miami, Orl<strong>and</strong>o, Philadelphia, Seattle <strong>and</strong> US wide.
Phone: 855-334-6700Email: inquiries@pdtrainingusa.comFollowing UpQuestions & AnswersDebriefWeb Links:View this course online:http://pdtrainingusa.com/sales-<strong>and</strong>-customer-service-training-<strong>for</strong>-call-centers-training-courseIn-house <strong>Training</strong> Instant Quote:http://pdtrainingusa.com/in-house-training-instant-quote/Public Classes - Enroll Now!http://bookings.pdtrainingusa.com/publicclassbooking.aspx?courseid=313<strong>Call</strong> Center <strong>Training</strong> courses are delivered by pd training's <strong>Call</strong> Center training specialists in Atlanta, Baltimore, Boston, Charlotte,Chicago, Dallas, Los Angeles, Manhattan, Miami, Orl<strong>and</strong>o, Philadelphia, Seattle <strong>and</strong> US wide.
Change language